Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Serving as the dedicated technical lead for premium customers, managing technical engagement and support delivery with an accent on escalation management and cross-functional coordination. Focus on bridging the gap between customer needs and internal engineering/product teams to ensure high-quality service and product adoption.

Location: Remote (Must be based in the US or Canada)

Salary: $75,000 - 90,000 CAD

Company

hirify.global empowers governments to deliver exceptional citizen experiences through an enterprise SaaS platform built natively on Salesforce.

What you will do

• Own overall accountability for technical support outcomes and manage escalations for premium accounts.
• Lead recurring technical cadences, support reviews, and services checkpoints with customer stakeholders.
• Act as the primary technical advocate, translating customer needs into clear internal requirements for Engineering and Product teams.
• Provide technical impact assessments for upcoming releases and lead adoption planning for customers.
• Maintain detailed documentation of support history, technical objectives, and report on SLA performance.

Requirements

• 5–7+ years of experience in Technical Account Management, Support Engineering, or Solutions Engineering.
• 3+ years of experience supporting complex Enterprise SaaS platforms.
• Proven expertise in escalation management and providing executive-level updates.
• Proficiency with support tooling, including ticketing systems and incident management.
• Must be based in the US or Canada.

Nice to have

• Experience with government technology (GovTech) or public sector SaaS.
• Hands-on experience with Salesforce, particularly in OEM, ISV, or Service Cloud settings.

Culture & Benefits

• Competitive compensation packages and comprehensive health benefits.
• Remote-first work environment with occasional travel for company-wide meetings (1-2 times per year).
• Culture emphasizing ownership, growth mindset, and courageous communication.
• Inclusive workplace dedicated to diversity in thought and experience.